I had a horrible car-buying experience at this location. I came to purchase a car that was located at their Waterbury franchise, and was told by sales rep, Felix, that delivery would take 1 day. The car took 4 days to arrive, and when I showed up to purchase it then, I was prevented due to an old tax in a town I used to live in. The tax was my own responsibility, and I asked if paying it online would clear everything, which Felix said it would. After paying, however, the tax was not cleared, and it was not until after contacting the tax office that I found out there is a 3 business day delay in processing, which could have been avoided if I had paid in-person, but now it was too late. I later called to speak with a manager, and reached Jeremy. I pointed out the following issues: 1) Why was I lied to about the delivery time? 2) Why wasn't it suggested that I go to the Waterbury location to save myself 4 days of delay? 3) Why wasn't the tax check made before just prior to the sale (if there's something that will prevent a car buyer from leaving the lot with their car that day, I can't imagine why a sales person wouldn't do everything they could to make sure it didn't happen) Jeremy assured me that the answer to all 3 problems was "CarMax policy," which does nobody any help whatsoever. He then said there was "nothing he could possibly do" to remedy this problem. This does not surprise me, as my experience with Felix previously had shown me that CarMax employees aren't there to "solve/prevent" problems, but just to grab a commission as quickly as possible, then drop a customer like a hot coal at the first sign of a problem. At this Carmax, it seems, sales associates might as well be automated for all the "help" they provide. read more

We went to this location to sell our vehicle that was coming to lease maturity. They gave us a good amount over our payoff and it was a simple and easy process. I would definitely recommend them. read more

Bought two cars from this location and I've had very good luck. The service department can get a little crazy when it comes to an appointment (usual wait is about 2 weeks out), but the work is done right and the pricing is fair. I'm happy with my experiences here and highly recommend Rosie and Nicole as service writers. They're great peeps to work with and always pleasant. My sales associate, Joe Cirunay, was a nice man, too. Five stars for all the hard work these folks have done for me...I'm eternally grateful. read more

Everything was so smooth. I'm so happy that I sold my car here, Mackzenzie was so nice in explaining detailing everything to me, the inspection was easy and fast. The entire process was a success. I totally recommend this place. read more

Waited two hours to be seen about a car and was then rushed and informed that due to time constraints, I was not going to be able to see a car today. Derek was extremely friendly and provided us with sufficient, maybe even beyond expected, information about cars and perks/ extras. He compared cars that we were interested in for better view. read more

they tried to rip me off, I have purchased a vehicle and sold 2 to them in the past with no issues. Brought my car to sell to them this past weekend - they offered $1200 - KBB - has trade in range for lowest condition car $1853-$3028. Edmunds has the lowest trade in valued at $1924, NADA has lowest trade in value at $3550. Really disappointed in Carmax read more

This is based on my ongoing drama llama with the Service department. Point blank: The Service department is horrible. They never pick up the phone OR return calls. No sense of urgency, rude staff, mechanics who sign off on work but never actually saw it performed, did the work or inspected it. They didn't advise me that they actually had a shuttle that would drop off to area businesses and I instead had to beg a co-worker for a ride to and from CarMax and work which was a major pain in the ass as I don't live in the Hartford area. My problem was never resolved by them although they state it was. It took my own mechanic to fully diagnose and repair the problem at a reasonable cost. The service department manager swears that the repairs were initially done because he signed off on them BUT he never saw them done. I don't think they were. They will also perform services on your car that you won't know about until you pick your car up. I was never asked if I wanted an engine decarb or an engine power wash yet both were done and the explanation I received was "Well the car is under warranty, you're not paying for them and they'll help your car run better." No technical explanation, no one bothered to ask me if I wanted these done. They just did them. I'm sure had the woman in the service department answer her damn phone or return my voice mails told me what was being done, I may have been ok with them. The service manager who I spoke with last week could not understand my frustration or why I was so upset and was more concerned with and I quote "Please don't post this on Facebook. Let us earn your business back." Had you repaired this the first time, I probably wouldn't be posting this, chief. Buy your car here as I maintain that sales were wonderful to work with but bring it to your own mechanic for service. I wouldn't trust these clowns with my lawnmower. read more

Just wanted to give #CarMax a shout out... Thank you so much for approving me to buy my 2010 Toyota Venza, the outside was scratch free and the interior was absolutely gorgeous. 54,000 miles and only one previous owner? Absolutely amazing. It was quite the upgrade from my 1996 Honda Accord. Thank you for letting me test drive, get approved, and leave that very day with the keys to a car I could finally call my own. I was really excited because all your commercials talk about how you have all the cars go through a 120 point inspection and you don't sell cars that don't pass. Well, just to be sure everything was as perfect as you said it would be, I brought my new car to show off to my mechanic who I've been with for years and had them run diagnostics on it. I sat there for an hour, waiting patiently to get a report saying my car passed with flying colors... only to find out that the battery is about ready to go and my car may not turn on if I leave my door open too long, or god forbid it gets really cold over the winter...my front tires were bald and need to be changed IMMEDIATELY, and my front breaks are just about ready to go.... I drive CHILDREN for a living... Is that a safe car? Would you drive your own children in a car that needs new front breaks/bald front tires? I've had this car just under 3 weeks and I'm going to have to drop over $1000 on new tires, breaks, and a battery because you wont fix them because IT MEETS STATE STANDARDS, it PASSES CARMAX's GUIDELINES. That's DISGUSTING, I sent the paper CLEARLY stating what was wrong with the car and you have the audacity to tell me that they're wrong and even though I have a 60 day warranty with you, that you WONT fix it unless I pay for it? By the time I'm done paying for this car that you sold me, I will have paid $21,000. This car should NOT have been put out on the lot without new front tires/breaks, and a battery. I was excited because everything I've heard about your company was wonderful, only to find out you're a bunch of scam artists just like the rest of the crooked used car dealerships. Don't bring your business to CarMax. Sincerely, Extremely Disappointed Customer read more

Carmax does not even deserve a star except their staff is polite but still completely incompetant and still no sense of urgencey. BUt very good at apologizing over and over and over again. I had my car dropped a week ago for a leak that seemed serious. They never even looked at it until today then called me to tell me that the car is still under MINI warranty and i just need to bring it right over there...myself. Which is RIGHT NEXT DOOR by the way. WHY did they not tell me this right away. "Oh Mr. Wilson, your car is still under Mini warranty so you should bring it to them right away" No, they just sat on it for a week. CARMAX SUCKS! I've been without my car for 2 weeks and now i cant get through to anyone at New COuntry MINI in Hartford. I'll be Yelping about them next! read more

(I have not, nor will I purchase a vehicle here, so this review is based on the experience I had alone.) The woman who helped me was extremely nice. I told her what I was looking for and she brought me right to the area of the lot where the cars I wanted were. She explained my options, answered all my questions, and was very friendly and attentive. That having been said..... They apparently have a strict "no haggle" policy and if you do your research, you can find pretty much anything you're looking at for 2-3 thousand less (sometimes more) than their no haggle price anywhere else. They do have a giant inventory so it's definitely worth it to go there and see a lot of different cars up close. I'm sorry, I'm all about haggling, and I know when I'm being ripped off. Their prices are definitely too high. Go there to look, go somewhere else to buy. read more

Purchased a 2016 Lincoln Navigator, 7/29/2019 from CarMax. I couldn't be any happier with the car, and the service afterwards. I was hesitant to go to CarMax to start with, but although you cant negotiate the price, you also don't get a dealer conveyance, glass etching fee and whatever else. I wanted my mechanic to see the car, but you have to buy the car, and you have the 7 day return policy. So I committed to the car, and had an appt with my mechanic the next day. My mechanic noted that there were only about 20% left on the brakes. I called their service dept, and explained that since I bought a high end car, I would have expected to have more than that on the brakes, and not have to have an expensive brake job within a year of purchase. To my shock and dismay, they agreed to have my Mechnic do the brake job, and they paid for the entire bill. I wish I had gotten the name of the Female staff member who was so nice, even my Mechanic agreed how nice they were, and they paid my Mechanic immediately. Then on around the 89th day of the 90 day warranty, the driver side window was stuck about 4 inches from closing. So I called the next morning, and this time I got the name, their Service Man, Javar Goldburn, was very kind on the phone, and got me in that morning. Then Javar also greeted me as I drove in, I didnt have to explain anything to another person. It made for an efficient and pleasant drop off. He removed my angst right away, and said the repair would be free, got a loaner car for me, as a part had to be ordered. Javar then called me later that evening, and gave me an ETA. I have to give them an A++ for common courtesy, customer service and professionalism. Glen L. Newington, CT read more

Quite possibly the easiest and most painless way to sell our beloved Mustang GT. The staff ( Darren/ Derrick and Megan ) were fantastic! They were extremely polite and friendly. D took us out to see another Mustang while we were waiting as he thought my husband might want to see it, despite knowing that we already got a new car. Megan was sweet and professional as well! The entire business end of the process was done and over in 20 minutes, she even labeled all our paperwork that we had to follow up with post it instructions when she saw me getting confused. Not sure about all the bad press, but we got a better rate on our car than most of the dealerships were giving and fantastic customer service. Would recommend to all my friends and family! read more

I was so surprised to see bad reviews from others. I couldn't have had a more pleasurable experience! We met with Chris who knew his stuff! We talked about what it was that I was looking for and was never pressured to increase my spending budget. The car selection changes daily so I suggest waiting for exactly the one you want; it took us about 2 weeks and 10 different test drives to decide. We've had to go back twice; once because a vent was broken in the back and I didn't want to leave the car there while waiting for the part and a second time because the tire pressure light came. Both scheduling appointments and picking up the car are painless and quick! We're so happy with the service we're going to continue to use them for regular maintenance. I did notice that some of the sales associates were not as professonal or knowledgable as Chris. Perhaps asking for an associate that is part of the "President's Club" (a designation given to the better salesmen) would help. Note, you do NOT have to trade your car in there. We had my 6 year old Jetta appraised there and while they even admitted it was in mint condition they only offered me $ 2,000; which was $3,000 under Kelly blue book. Their reason was that it wasn't in high demand because of the number o silver jettas on the road and mine was manual which makes it less desirable. Chris (our Carmax associate) advised us to sell it on Craigslist, which we did and got $5,200 ($300 under Kelly blue book rather than $3,000...not too shabby)! read more

I'm a bit surprised at the bad reviews I've seen, but from what I can see its a difference of style, not of quality. Carmax does not, under any circumstances haggle over car price. Their reasons for doing so are legion, but you know what you're getting from the moment you look online or walk into their showroom. I recently purchased a car here and they were incredibly responsive, from the rep who called me back 15 minutes after I submitted an inquiry online, to the salesperson who handled everything from the moment I walked in the door, to the guy who ran my title search. Unlike the last time I bought a car, this was low pressure, high quality, customer service oriented. Everyone I talked to told me how much they loved and believed in the company. What else could you want? read more

Believe all the bad press about carmax. Staff was polite but they would have to be when it takes twice as long to do an appraisal as they said it would then tries to price the car without factoring in all the packages it had. Brought this to their attention and was told it wasn't in their dropdown but was factored in though not noted anywhere lol i would guess its in the dropdown when they try to sell it. So they are trying to make up lost revenue in car sales with appraisals. I had bought and traded in with them years ago which went ok but this is a very different car dealership now. I can appreciate carmax looking into the matter as noted and standing by their appraisal though - i haven't even mentioned 2 others issues encountered so how can it be fully reviewed if i wasn't contacted and standing behind a fundamentally flawed and non-transparent process is not very reassuring. read more

I decided that I wanted to sell my 2005 Nissan Altima. After reviewing the trade in value on Kelley Bluebook, I discovered I had negative equity in the vehicle. Because I was only selling the car and not buying another vehicle, I was pessimistic about what kind of offer I'd get. When I arrived, we were greeted by Vinny. He walked us through the process of selling my car while the vehicle was being inspected by another employee. After the brief consult, we were treated to free coffee/tea/hot chocolate while we waited. After about 15 minutes, Vinny came back and gave us a very reasonable offer on the vehicle which was good for seven days. I wasn't ready to sell my car that day, but two weeks later I went through to process again. Harry was just as competent and friendly. When he came back with a quote, I was surprised it was identical to the first quote. I had expected that there would be a slight drop in value since the new model year was starting up. When I accepted the Carmax offer the second time, we ran into unnecessary red tape when dealing with my credit union. Carmax helped me work out the issues with my credit union, and they seemed happy to do it. When it came time to sign all the paperwork, Jordan gave us the same great service. She was also very efficient without making me feel rushed. I used to buy all my cars from a dealership that I used to work at (I was not in sales). After this experience, I will probably buy my next vehicle at Carmax. read more

Not sure why people complains about the appraisal value that Carmax gives, but it is very fair, especially when local dealers are off by a coupe grand. Carmax has dealers all over the country so they will almost always be able to offer you more for your car than other dealers since they can tap into hot markets where your car is more valuable. I haven't bought a car from them but every person I have interacted with has been very polite and friendly. No hassle just helping you find what you want. read more

I just sold my car for $1000. A mechanic who appraised it several months ago said it was worth twice that amount. But no classified ad seemed to work, so I'm happy there was a place that I could unload it and still get a few bucks back. The saleswoman was way nice, and knew not much more about cars than I do, which was awesome, because I never felt any pressure or belittlement. read more

Today, my husband picked up a car he purchased at the Carmax in Hartford. Every single thing that could go wrong with a transaction did go wrong. Repeatedly asked for info he had already submitted. The paperwork showed birthdates and addresses that were not his or anyone's in his company (His company purchased the car.) Nothing happened when they said it would. My husband owns and operates a small business. He knows much about customer service. He also has very little time to spare on things like the purchase of this car. This Carmax is inefficient and careless. Their advertising is a total joke. At the end of the day, he comes home exhausted and frustrated from dealing with Carmax. Hence my involvement and this review. Do not go there. read more

Wasn't sure about Carmax at first, my first thoughts was it would be more expensive. I was wrong! I found the perfect car for me at an awesome price with low mileage. A Nissan 2011 Sentra full loaded at 47K miles. I was extremely excited it was in my price range. I worked with James and Nina and they were excellent, and very helpful. When your paying in cash, many places don't want to talk to you, because they make most of their money through financing, but these guys never made me feel this way. read more

They are super nice and patient. Tomas worked with me for about two months and made sure that I had no worries about my first time car purchase. The process is really quick. I was in and out with my new vehicle in under two hours. I would definitely recommend them if you are looking to purchase a new vehicle! read more

Total rip off. They don't want you negotiating the vehicle price then offer a below average price on a trade. And, they drag your trade into a garage and then proceed to rip it to shreds, but don't allow you to take their car to your mechanic to do the same. They want maximum profit on both sides of the deal. I am completely frustrated with them. What a waste of time. read more

the purchase process was very easy. unfortunately the car was full of black mold. i returned it as advised by 2 different mechanics. black mold not only stinks, it is a health risk. the return process was also easy. unfortunately they mail you a check rather than reimburse at the time of the return. my return was supposedly rushed. it has been 10 days and i have not received my money. i would be very cautious with purchases from them. how did they not know this car was riddled with black mold? this car should be totaled rather than resold. read more

So I bought a car less than a year ago the first car they sold me a wind up being a lemon so I brought it back they gave me another car this one has been in the shop more times and I've driven it I paid more money out of pocket to repair it and for rentals then you can only imagine I contacted CarMax and told him I do not want this car anymore due to the problems I've been having and they stated I had to bring it in to be appraised in order for them to buy it back I believe CarMax screwed me big time this is my very first car I've ever bought a my own my father had bought me my car's my whole life and it's the worst experience I've ever had I am contacting a lawyer and contacted the local news to let them know how bad of service and how badly I was treated and how badly they take care of her customers if I was to recommend anybody to buy a car it would definitely not be through CarMax read more

Was looking for a used vehicle and I was intrigued to find out that Carmax is the largest dealership in the state of Connecticut so that's why I went there this weekend. It was very easy to find and after I parked I walked in and found out there was a 40 minute wait to speak to a sales consultant. That didn't bother me because I just wanted to see what they had for Inventory out in the lot. Great to know that you don't need a sales consultant to check out the vehicles because all the doors are left Unlocked!!! So I hope nobody steals the cars at night cording to the sales consultant who told me that they would have trouble getting the car out past our strengthened gates/cameras. So I looked at the trucks unfortunately though had high mileage and they were clean on the inside but some of them are dirty underneath. (Rust) read more

Just bought as car here dec. 30th. Month later need brakes and rotors. Within the Ct law of used cars bought within 39-60 days the works done free. Make an appointment at 10:15 told all the techs went to lunch come back in an hour. Which is bs. Told the work would take 1 1/2 2 hours. 5 1/2 hours later I'm STILL sitting here. Unhappy with things to do and places to go and my cars brake pads have been the " wrong pads" for 5 1/2 hrs. I wasn't updated on stuff going on with the car or anything until I finally got up and walked to the service counter to be like what's going on? Not happy read more

I chose Car Max 2 weeks ago, to get a car from. I got the worst salesperson ever. And Carmax is just letting this guy make promises he can't keep. Now this guy didn't give all my info to financing dept. and instead of no $ down. They want $109.00 down. It's always something with my salesperson. It's a nightmare people. All I'm saying is, that I should of listened to my gut and switch salespersons. I walked out yesterday! But, out of 5 dealerships I visited. Carmax had the car a wanted. So I had to come back. And it's 2days later - I'm still here. Wandering. What's Next!! read more

Awesome from start to finish! I had been 'shopping' for a new car for about 1yr. Aishia & Joe brought in 1 car from out of state & another from out of town for me once I narrowed down which car I wanted. All done without any $ put down by me. They just wanted to be able to show me the car I really wanted, i.e. features I was looking for, mileage, price range. All without any obligation to buy. So unlike some other dealerships, I went to where I had to put $ down on a car to 'hold' it until my husband could come see it, then it being 'sold' by the next day... I loved my experience so much I was determined to buy my new car from CarMax & I got EXACTLY what I wanted! Thank you to everyone at CarMax! read more

Brought my 2011 Nissan Altima SL. Fully loaded with leather interior. The car has 70k miles on it. They originally offered me 5g but I had it re-evaluated after a phone call from Corey. I'm glad I can back. They bought it and I have one less car. read more

I recently purchased a vehicle from this Carmax. I bought a car from Carmax several years ago in Chicago and had good luck with that car. So, when it was time to purchase a new vehicle I bought one at the Hartford location. It's been back to the service department twice within 60 days. It's pretty frustrating especially since I live over 2 hours away. They did give me a loaner car each time my car was serviced. The first time I got a Toyota Corolla...which wasn't too bad. The second time I got an '06 Nissan and the transmission was bad. It stopped accelerating several times...sometimes when I was trying to getting on the highway. I just picked up my car last night from the service department for the 2nd time. So far, so good. I'll keep you updated if I need to go back a 3rd time anytime soon. read more

My previous experience with CarMax was positive but I'm afraid I can't say the same for the past experience. My husband and I saw a car online in another CarMax and asked to transport it. That went through and we made an appointment to see it. When we got there, the sales lady said she'd bring it around. When she came out, it was an entirely different car! This was a white SE model 2013, we wanted the black SEL 2014. She vanished when we explained the issue and was gone for ages. We waited with our incredibly patient 5 month old. When she came back, she said the wrong car had been parked in the space. Huh? While driving we noticed a check engine light on. We asked about it. She said she would have service look at it Monday. If we wanted the car, they could let us know what the problem was before we agreed to buy it. The offer on our trade in was okay so we decided to buy the car. Sales lady said someone would call in the morning on Monday to let us know status. Monday came. No call. I called several times and was directed to voicemails or given the "only your salesperson can help, she's not in until 1." Finally I demanded a supervisor. Supervisor called and said service hooked up a computer to the car, light went off. So they replaced the battery. Huh again? We signed the paperwork, while we were at it, a manager came by and congratulated us for buying a completely different car. Ha ha! We were informed that we had to pay more for registration because DMV computers were down for 2 weeks. Guess what? We have to bring the old plates to the DMV! Fab. Got in the car - the things we asked them to clean were not cleaned. Sales lady cleaned it while we watched. We installed car seats and drove 40 minutes home. When we got there, they told us can we drive back please? They forgot to put plates on the car. I said no, so they FedExed them to me. I came back to collect some stuff left in the old car and have them look at a low tire. More than an hour later I'm still waiting. They said it would be a few minutes. We have to come back because they owe us another key. I dread it. read more

The Hartford Carmax is a terrible branch with horrible customer service. My son bought a car from the Virginia Beach Carmax and traded in his Nissan Sentra for $2000. Since the Title of the Sentra was in my name, and I live in Connecticut I had to sign a Power of Attorney over to my son at the Hartford Carmax so my could receive the $2000 for the Sentra in Virginia Beach. The Hartford Office was supposed to fax the Power of Attorney to Virginia Beach immediately. Apparently, they never did that. I have been trying to call the Hartford Branch Business Office for 3 consecutive days to find out what they have done with the Power of Attorney. The Business Office keeps hanging up the phone every time I call. Apparently, I am going to have to go back to Hartford to find out what they did with the Power of Attorney. Do not do business with this company. I have never encountered anything like this in my life. I may have to resort to legal actions to get my $2000 from this inept company!! Go somewhere else to buy a used car where customer service is a priority!!! read more

We had a wonderful experience with CarMax. I found a car I was interested in on the Internet carmax site. We contacted Hartford CarMax. I received a call from Rocco immediately and they ordered it to be shipped from NJ to Hartford. Eric and Rocco took great care of us when the car was ready to see at the Hartford site. We drove home with our new, used gray 2016 Audi 6 that day. It was love at first sight. read more

The kid I talked to upon my visit to this place used the word "ax" instead of "ask" They don't negotiate prices. I will never buy a car without negotiating prices. The cars are clean - but usually lame, generic models in horrible color combinations. They are bascially like the McDonalds of car dealers. No thanks. read more

I recently bought a vehicle from CarMax Hartford and while I am satisfied with the speed and efficiency of buying a vehicle here, I have some mixed emotions about it as well. First, my sales associate, Rocco, was great and I really would recommend him to anyone. Super friendly, never made me feel pressured and was very free/open for communication! Honestly 5 stars to that because he answered my questions and I felt, was completely honest with me when I asked questions about payment, transferring a vehicle, etc. The 2 stars were taken off for how the vehicle was received. On the website it says that their cars are extremely detailed and looked over, but when I received my Jeep after purchase, it had food crust on the radio and steering wheel and leaked pen ink all in the cup holders. Additionally, there was trash under the seats which leads me to think they didn't vacuum? Not a huge deal but to advertise that they are deeply cleaned and to spend the money on a car to have it like that was a let down. The other point is slightly my fault, as I only viewed the car in the dark and missed some of these, but there are tons of scratches and marks on the car. I can tell on the interior they attempted to cover some up but unfortunately it is a little obvious. I also had to replace the windshield wipers immediately as they were peeling and no longer functional. Not huge deals, but when paying a decent amount for a car that is only a year old, you hope to not have to do those things. In the end though, I do love my new car and how easy the process was! I would just make sure to fully inspect the car and look over small things that could be missed next time. read more

I was here for my car service that is not supposed to be my problem. I took my Honda 2019 last August , then my agent is so nice and very accommodating. In short all the transactions are went smoothly then he show me the car and it's totally fine. That night they brought my car at back where is they need to do the final check. Suddenly the technician that night didn't noticed the solid post behind then, I don't know what's going on and the left side passenger door got bumped I don't know how it happened ?. The manager and the agent are very apologetic to us, I understood we are not perfect, I said it's okay my wife and I came out from work and we tited for day shift workload and they promised that they gonna change and order a new doo Plus $100 vouchers card. To make it short.... I was at work got a phone call name Javar from carmax in Hartford we set a date and schedule. My agent advised me to call ahead of days so they can arrange my "loaner car". Called yesterday which is 13th of October and 14th of October, to tell them I'm coming to drop the car. There are 3 persons before I reached the right person to deal with, unfortunately he said there is no loaner available at this moment and he need to call enterprises. Okay find I told him "let me know please ", because I'm leaving 45 to 50 minutes away in your area. I went here October 14,2021@11:10am, he said there is no loaner available, really after all driving for 2 hour, that it, no sorry at all and he insisted to call him back on Tuesday, I told him no you're in-charged for this, you are the suppose to call me to let me know if there is a car or no, My wife and I are busy and we have to pick up my kids from school. And yet going and coming back home waisting our time to deal with this kind of conversations, my bank payed you 100%, and do your job you damaged to my car. Please deal with people nicely. After all we all humans, sorry to say my bad experience. read more

The service at the Hartford Carmax is so poor I can only conclude it must be done deliberately, as I don't think people could sit around and think this stuff up. I bought a car 5 months ago and am on my 8th time into the service dept as of this morning. That doesn't even include the hours spent trying to contact them via the phone. They do not answer the phone at all, don't return messages left and absolutely could care less about their customers time. I have spent in excess of 14 hours sitting in their waiting room waiting for them to diagnose and issue, get a loaner or rental car "approved" etc...... I did buy the extended warrantee, which is the only reason I keep coming back, I am paying for a service and want them to make good on it. First, when the car was purchased it was filthy, I spent time detaling it and cleaning and not it is all spick and span. However, after going the the service dept, it comes back with grease and filth all over the dash, steering wheel and console. Second, I had noticed a pull to the right when it was purchased and had them note it and set an appointment to have it fixed. I went in, sat there waiting for them to diagnose it for 6 hours and then was told it was completed. It wasn't. Back the second time, waited around and told it would have to go to a specialist. So, i take more time as I have to take it, they can't apparently. I get there they don't know anything about it. So they call and find out what is going on and I leave it. I show back up 30 min before they close as the guy said he would call me by 1 or 2 with an update, no call. It was still parked in the same spot and the guy comes out and tells me it pulls because the roads are crowned for rainwater runoff....who makes this up? So I take it back to Carmax and INSIST it go to a dealer. I sit around for another 4 hours to get a loaner "approved" and they send it to a dealer who finds it has a serious brake issue and they need to be replaced, but rather than having it fixed, they bring it back and have their guy verify it...why couldn't he have diagnosed it if he is qualified to verify it? they send it back to the dealer to have the woirk done....guess how many more days that took???? 5! Next I'm am driving on the highway on my way out of state and there is a huge rumble and the whole car starts shaking, I am near Carmax, so I go directly there......seems the serpentine belt just shredded, and in the process it has cut through the air conditioning unit and several hoses. After another half day in their waiting room to get a car" approved" I get Hertz showing up to drive me to their facility to give me a car. Another week....and the loaner has a tire with a slow leak that has to be inflated daily....I call Hertz and they have no additional cars for Carmax, they suggest I just keep pumping it up. Now it starts getting cooler...it is fall and just a few weeks after the last repair. No Heater. Good thing I checked under the hood to find that the radiator is BONE DRY! They didn't take time to check any other issues that were caused by the serpintine belt issue...obvious because there is a hose with a cut in it causing a slow leak. I call to get an appointment, but it takes days to get through....they don't answer the phone or return calls. When I do I make an appointment to just drop it off, but the service coordinator keeos going over how backed up they are and they wont actually be able to work on it and doesnt know when she can get it looked at. On the day I had the appoinment I have a work issue so I call to reschedule...I don't have half a day to wait....had to leave a message. Next day I call and leave another message the work still needs done and I need an appointment, no return call. I finally go there early today, they are much more interested in arguing about whether I left a message that solving the issue. we'll see how this one goes.....I have little hope for anything btter than another nightmare. read more

Stopped by the Friday after Thanksgiving and was helped by a salesperson named William. I cannot remember his last name but ask for him when you go. He was the BEST! Very patient with all my questions and our limitations due to my husband's height. I will definitely send all my friends to William. read more

Me and my son had a really good experience with CarMax, and in fact, I found everyone I encountered to be friendly, helpful and cheerful. I didn't feel like Carlos, our dealer, was solely out to make money off of us, in fact he seemed determined to help us find what we wanted and that we had the best deal. He didn't rush us, I didn't feel like I was being sold unnecessary extras or being pressured to buy anything. We also ended up walking out with the car that day, which I didn't even realize was possible. So yes, so far really happy! I actually joined Yelp just to give this review, as I always take reviews into account myself. Also, I'll add that when they said they'd be sending a survey and asked that we fill it out, no one asked us to give a specific rating. I've experienced this elsewhere and it seems to negate the value of a rating or review. read more

I recently purchased a Jeep and have to say the experience was great. My salesperson, Samra was helpful and very attentive to my needs. She followed up quickly and kept in touch throughout the entire process from when I first inquired about a particular vehicle as well as after test driving a few different Jeeps. She had two particular Jeeps transported to the Hartford location in a relatively quick timeframe and I ended up purchasing one of them. They took care of a couple of issues-scratches and a defect in the sunroof cover that I brought to their attention without any push back. Dave in the service department was great keeping me updated daily on the progress. I would recommend CarMax to others looking to buy a used/CPO vehicle. read more